Category: Productivity

Category: Productivity, Wellness
tips for contact center staffing

Guest Blogger, Laura Czuba, a Process Improvement Specialist studying Ergonomics in home health care gives us a few tips on staying loose at the office: After a long workday at the office, is your back sometimes sore?  Are your eyes tired?  Are your shoulders, arms, and legs stiff?  If so, some ergonomic tips relevant to

Category: Productivity
fix your call center
Posted by: Greg Alcorn, July 22, 2010

On Making Mistakes

Making mistakes? I could write a book about it!! My favorite principles about making mistakes come from Tom Peters and his books “In Search of Excellence” and “A Passion for Excellence”. These are 1980’s books with timeless value. One principle was “Fail Forward Fast”. If you can test changes in your process, take calculated risk,

A couple of weeks ago, I asked an important question during our 8:10 call. What motivates workers? My answers come from a study done at MIT.  Dan Pink’s lecture : The Surprising Truth About What Motivates Us (the video of his lecture is posted below) does a GREAT job of laying out the study.  Here’s

Category: Productivity
call center customer service

Customer Think | Technology Isn’t a Substitute for Great Service. Guy Tweedale makes a great point in this article.  Technology will always be a part of business, and social media applications are changing the landscape drastically, but when it comes down to it, you’ve got to deliver great service.  The truth will out! The truth

Posted by: Greg Alcorn, July 16, 2010

Top Performer : Debbie Call

Debbie Call is a top performer in Saltville. Here is her advice: “I feel you have to be able to focus on each customer individually to make them feel comfortable sharing their personal information with you. Listen carefully to their needs and concerns, ask probing questions and respond with the features and benefits that correspond

Posted by: Greg Alcorn, July 14, 2010

Expressed Interest 7/9/10

A newspaper reporter asked the prolific bank robber, Willie Sutton, why he robbed banks. He responded with “because that’s where the money is.” A similar, albeit legal, response can be used to answer the question about why we adjust our work schedules throughout the month, week and day – “because that’s when the customers are

Category: Productivity
Posted by: Greg Alcorn, July 13, 2010

Tired of Talking to a Robot?

Sure, machines have their place and IVR’s are getting more sophisticated. Still, who isn’t a little bit tired of talking to a machine? Not every situation can be boiled down to a “Press 4 for current balance” or “Press 5 to hear our exciting offer.” There are times when your experience with a company is

Category: Productivity
contact center KPIs
Posted by: Greg Alcorn, July 7, 2010

It doesn’t hurt to ASK.

Well, we’re not in school any more, so we won’t be asking professors about grades, BUT perhaps we should still keep in mind that there are no dumb questions? Yesterday in our Sales & Marketing meeting our CFO, Bryan Overcash, brought up a great point. It never hurts to ASK. The worst thing that can

Category: Productivity

Call Center Cafe has a great article this morning called A Cure for Unproductive Meetings.  Who doesn’t find themselves at one time or another sitting in a meeting thinking about the things they AREN’T getting done while listening to others discuss XYZ? All of the points in the article are good ones, and will go

Category: Productivity
contact center soft skills training
Posted by: Greg Alcorn, July 1, 2010


A quote to remember for your Thursday…Failing to plan is planning to fail.